Customer Experience Advisor

2 days ago


Putney, United Kingdom Nandos Full time

Salary up to: Competitive

The Customer Experience Advisor is the first point of contact for all restaurant related customer issues and acts as the voice of the brand in resolving these issues in collaboration with restaurant managers and MDs (Area Managers). They play a key role in supporting restaurants in delivering outstanding customer care and ensuring our customers are given world class customer support when they contact us post dining.

They are the promotor of our customers, ensuring we remain one of the UKs most loved brands by championing a customer first approach to all customer service-related actions at a restaurant level. They are the guardians of brand standards and ensure all restaurants are confident in delivering outstanding customer care, reflected by high scores across all customer metrics.

With responsibility for approx. 50-60 restaurants, the CX advisor uses data from all customer touchpoints to share a true voice of the customer, celebrating success and identifying and helping remove barriers to providing world class customer care.

Roles and Responsibilities:

- Respond and resolve all restaurant related customer complaints for their area within agreed SLAs. Maintaining a plus 80% customer satisfaction rating for all customer interactions
- Provide restaurants with data-led insights creating a customer voice at a local level for restaurants
- Correlate all customer data touch points to provide actionable insights into service at a restaurant level
- Deliver accurate insights to their areas on a periodic basis and ad-hoc when requested
- Create strong working relationships with Patraos and MDs providing support for all customer service-related issues.
- Have a strong understanding of restaurant processes and pressure, completing a restaurant shift every QTR to maintain knowledge
- Collaborate with our Safety team to escalate any safety related issues identified in a restaurant or by a customer
- Escalation point for Nando’s Platform restaurants related issues (Area specific)
- Champion success and great service both at a local level and to the business.



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